CrownPlay Casino - Player’s withdrawal is delayed unusually.

Hi There, joined Crown Play casino last month and the site seemed fairly good. Made 3 withdrawals, as you can only withdraw $1000 per day, and have 3 active withdraws at one time.

The first 2 took 6 days to be processed and paid out, and this was after messaging them a few times. The last withdrawal is still pending, it's been 14 days now and I keep getting the same reply from their support team telling me to be patient. It's all good and well to say be patient, but when their T&Cs say 3 working days for payouts and you've already waited 14 days, it's absolutely ridiculous!! I had another $4000 to withdraw and because it took so long for these first 3 withdrawals to be processed, I've now unfortunately played and lost the 4k I would have liked to withdraw had the wait time not taken so long (my own fault for not being patient, but if the wait for the first 3 payouts were 3 days like they state, I'd have had all my winnings paid out). My issue now is that my current withdrawal of $1000 has been pending for 14 days and I'd like some assistance in getting this paid out if possible please. Thanks.

Dear RoscoeM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas, thank you for getting back to me.

In response to your questions.

The casino hasn't asked me to verify my account and it says that I do not need to verify my account as this time. I have asked if I can send my documents through via email, but they said I dont need to at this stage.

I have not used any bonus to accumulate my winnings.

I don't have a record of my multiple chats with the 24/7 chat service unfortunately. But I can forward you the couple of emails I have sent them, both emails I have had no reply from the casino.

I will forward you the emails shortly.

Thank you.

Here are my emails to the casino.

Thank you.

Thank you very much, RoscoeM, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear RoscoeM,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite CrownPlay Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi There,

Thankfully CrownPlay paid out after 15 days.

I will be closing my account with them as 15 days is a long time to wait for a payout, especially if you have winnings of $1000+, as they have a daily withdraw limit of $1000!

Thank you for your help.

Dear RoscoeM,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru